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Terms and Conditions

Franco Brings – Terms & Conditions

Effective date: 27 November 2025

Welcome to Franco Brings (“Franco Brings”, “we”, “us”, “our”). These Terms & Conditions (“Terms”) apply when you use our website www.francobrings.com (the “Site”) and when you purchase or receive any of our products or services, including our real-grass dog potty subscriptions and related accessories (together, the “Services”).

By using our Site or placing an order with us, you agree to be bound by these Terms. If you do not agree, please do not use our Services.

Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or other applicable laws that cannot be excluded.

1. Acceptance of these Terms

By accessing the Site, creating an account or placing an order, you:

  • Confirm you are at least 18 years old and capable of entering into a binding agreement; and

  • Agree to comply with these Terms and any other policies referenced here (such as our Privacy Policy, Delivery FAQs, and Returns/Credits policy if published separately).

We may update these Terms from time to time. The most current version will always be posted on the Site with an updated “Effective date”. Your continued use of our Services after changes are posted means you accept the updated Terms.

2. About Us

Franco Brings is an Australian business providing real-grass dog potty trays and related products on a subscription and one-off basis within our nominated delivery areas.

  • Business name: Franco Brings

  • Email: hello@francobrings.com

  • Address: 8/30 Baldock Street, Moorooka QLD 4105, Australia

  • Jurisdiction: Australia (Queensland law applies)

We are registered for GST. Unless stated otherwise, all prices are inclusive of GST.

3. Your Account

To place and manage orders, you may need to create an account.

You agree to:

  • Provide accurate and up-to-date information (name, email, delivery address, access instructions, pet’s name, etc.);

  • Keep your login details secure; and

  • Notify us promptly if you suspect unauthorised use of your account.

You are responsible for all activity that occurs under your account.

4. Our Products and Service Limitations

Franco Brings supplies real, living turf and related products (trays, frames, lids and accessories). Because our core product is natural turf:

  • Natural variation: Colour, thickness, density, moisture and longevity can vary from week to week depending on weather, season, farm conditions and your home environment (sun, shade, ventilation, use, cleaning).

  • No guaranteed lifespan: Any indication of how long the grass typically lasts is a guideline only. Actual lifespan depends on factors such as dog size, toilet habits, cleaning routine, ventilation and weather.

  • Weather and farm dependency: We rely on third-party farms for turf supply. Heavy rain, flooding, heat, machinery issues or other unforeseen farm events may delay or prevent cutting and delivery of fresh grass in a given week.

  • Health & allergies: If your dog has allergies, sensitivities or health concerns, please consult your vet before use. Our products are not a substitute for professional veterinary care.

We’ll always use reasonable care and skill in providing our Services, but we can’t promise that every tray of grass will be identical or behave exactly the same in every home.

5. Service Area, Access and Safe Drop

We deliver only to suburbs within our current delivery area (as listed on our Site or as confirmed by us in writing).

By placing an order, you confirm that:

  • Your delivery address is within our delivery area; and

  • You provide accurate access instructions (e.g. unit number, gate codes, lift instructions, “leave at front door”, etc.).

You agree that:

  • Authority to leave: Unless we have explicitly agreed otherwise in writing, deliveries are made with “authority to leave” in a reasonably safe spot as determined by the driver (e.g. front door, foyer, garage area, mail room).

  • Apartment buildings: Where deliveries are to apartment buildings, we rely on access being available (e.g. intercom answered, door codes, building manager access). If we are unable to access your building or safe drop point, your delivery may be missed or delayed, and we may need to reschedule.

  • Risk once delivered: Once a delivery has been made to the delivery address or safe place described in your instructions and our records show proof of delivery (driver photo, GPS, scan, etc.), risk in the products passes to you. We are not responsible for loss, theft, or damage after delivery.

6. Orders, Subscriptions and Billing

We provide both one-off purchases and recurring subscriptions (e.g. weekly, fortnightly, every 3 weeks, monthly).

By starting a subscription, you agree that:

  1. Recurring billing

    You authorise us (via our payment processor) to charge your nominated payment method for each upcoming delivery in advance, at the frequency you select.

  2. Cut-off times for changes

    Changes (skips, pauses, cancellations, address changes, size changes) must be made in your customer portal before our published cut-off time for the relevant delivery cycle. If changes are made after the cut-off, they may not take effect until the following cycle.

  3. Payment failures

    If a payment fails, we may:

    • Attempt to re-charge your card;

    • Pause or cancel your deliveries until payment is successful; and/or

    • Contact you to update your payment details.

  4. Subscription management

    You can manage your subscription (change size, frequency, pause, cancel, update address) via the customer portal. If you contact us to request changes on your behalf, delays or errors are more likely, so we strongly recommend using the portal where possible.

7. Pricing, GST and Changes to Fees

  • All prices are shown in Australian Dollars (AUD) and are inclusive of GST, unless otherwise stated.

  • We may update our prices from time to time.

For active subscriptions, we’ll give you reasonable notice (e.g. by email or on the Site) before price changes take effect on your next billing cycle, so you can choose to continue, modify or cancel your subscription.

Promotions, discount codes and trial offers:

  • Are subject to any specific terms stated at the time they are offered;

  • May not be combined unless we clearly state otherwise;

  • Are not transferable or redeemable for cash; and

  • May be withdrawn or changed at our discretion (but not retroactively for orders we’ve already accepted).

8. Delivery Days, Delays and Weather/Farm Events

Our standard delivery days and time windows are set out on our Site (for example, Fridays within a certain time window). These may change from time to time.

We do not guarantee delivery at a specific time of day. Traffic, access issues, weather, driver availability and other factors can affect actual delivery time.

8.1 Delays due to weather, farm or supplier issues

Sometimes, due to circumstances outside our reasonable control (for example: storms, flooding, extreme heat, farm machinery breakdowns, accidents, road closures, strikes, pandemics), we may not be able to obtain turf or complete deliveries as planned.

In these situations we will:

  • Let affected customers know as soon as we reasonably can (by email and/or SMS);

  • Take reasonable steps to re-schedule deliveries or offer alternative options; and

  • Offer you a credit, rescheduled delivery or refund for any paid orders we are unable to fulfil.

We are not responsible for any loss or inconvenience you suffer as a result of such delays or cancellations, beyond the value of the affected order, except as required by the Australian Consumer Law.

9. Condition of Turf & Your Responsibilities

You agree to:

  • Place the turf tray on a suitable, flat surface that can handle moisture;

  • Follow any care instructions we provide (ventilation, cleaning, rotating trays, etc.);

  • Monitor the condition of the turf and your pet’s use of it; and

  • Replace or dispose of turf in a timely manner, consistent with hygiene and odour recommendations.

We cannot guarantee that the turf will remain odour-free or visually perfect for a specific number of days. Over-use, lack of cleaning, poor ventilation, or heat can reduce the lifespan of the turf and increase odour.

9.1 Mould and spoilage

Because our product is real, moist turf, there is a possibility of surface mould developing, especially in warm, humid or poorly ventilated areas, or if trays are not cleaned or changed regularly.

You are responsible for inspecting the turf when it arrives and as your dog uses it. If you notice visible mould, an unusual smell or anything that seems unsafe, please do not use the turf. Remove and dispose of it safely and contact us as soon as possible (ideally with photos), so we can assess and, where appropriate, provide a replacement, credit or refund in line with the Australian Consumer Law.

10. Returns, Skips, Credits and Refunds

Because our main product is fresh, perishable turf, the usual “change of mind” refund rules that might apply for non-perishable goods don’t always apply.

However, we aim to be fair and reasonable.

  1. Issues with quality or delivery

    If there is a genuine issue with the turf (e.g. severely damaged, obviously unusable on arrival), or with the delivery (e.g. delivered to the wrong address), please contact us as soon as possible, ideally within 24–48 hours, with photos and details. We will assess the situation and may offer:

    • A replacement delivery,

    • A credit on your account, or

    • A refund of the affected order,

      in accordance with the Australian Consumer Law and our internal policy.

  2. Skipped or rescheduled deliveries (customer choice)

    You can usually skip or reschedule through the portal before the relevant cut-off. If the cut-off has passed, we may not be able to change that delivery and charges may still apply.

  3. Refunds for service disruptions (e.g. weather/farm issues)

    If we cannot supply turf due to weather/farm or other external issues and you have already paid, we will:

    • Move your paid delivery to a future date by agreement with you; or

    • Provide a credit; or

    • Refund the affected charge,

      depending on what we agree with you.

  4. How refunds are processed

    Refunds are usually processed back to the original payment method. Processing times may depend on your bank or card provider.

Nothing in this section limits your rights under the Australian Consumer Law.

11. User Content (Photos, Reviews, Social Media)

If you submit or share content with us (for example: reviews, testimonials, photos of your dog using our products, social media tags), you:

  • Grant us a non-exclusive, royalty-free licence to use, reproduce and share that content for marketing and promotional purposes (for example on our Site, social channels, and emails), unless you tell us not to; and

  • Confirm that you have the right to share that content and that it does not infringe anyone else’s rights.

If at any time you want us to stop using a particular photo or piece of content, email us at hello@francobrings.com and we’ll do our best to remove it from future use (noting we may not be able to remove content already printed or widely distributed).

12. Acceptable Use of the Site

You agree not to:

  • Use the Site or Services for any unlawful purpose;

  • Attempt to interfere with or damage the Site (e.g. hacking, scraping, introducing viruses);

  • Use our branding, logos or content without permission; or

  • Misrepresent your identity or affiliation with us.

We may suspend or terminate your access to the Site or Services if we reasonably believe you have breached these Terms.

13. Intellectual Property

All content on the Site (including logos, text, graphics, photos, videos and designs) is either owned by us or licensed to us.

You may:

  • View and use the Site and content for personal, non-commercial use only.

You may not:

  • Copy, modify, distribute, reproduce, or create derivative works from the Site or its content without our prior written consent.

14. Third-Party Services

We use third-party providers for services such as:

  • Website hosting and e-commerce;

  • Payment processing;

  • Email/SMS communication; and

  • Delivery and logistics.

These third parties have their own terms and privacy policies. By using our Services, you also agree to comply with applicable third-party terms where relevant (for example, your payment provider’s terms).

15. Disclaimer and Limitation of Liability

Except as required by law (including the Australian Consumer Law):

  • Our Services are provided on an “as is” and “as available” basis. We do not guarantee that the Site will be error-free or uninterrupted.

  • We are not responsible for:

    • Loss or damage to products after they are delivered to your address or nominated safe place;

    • Any issues caused by your failure to follow usage or care instructions; or

    • Any indirect or consequential loss, loss of profit, loss of enjoyment, or similar.

To the maximum extent permitted by law, our total aggregate liability for any claim arising out of or in connection with the Services (whether in contract, negligence or otherwise) is limited to the amount you paid for the product or service giving rise to the claim.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so (for example, for guarantees under the Australian Consumer Law that cannot be excluded).

16. Indemnity

You agree to indemnify us (and our staff, contractors and partners) against any loss, damage, claim or expense (including reasonable legal costs) arising from your:

  • Breach of these Terms; or

  • Misuse of the Site or Services.

17. Governing Law and Disputes

These Terms are governed by the laws of Queensland, Australia.

If you have a concern or dispute, please contact us first at hello@francobrings.com so we can try to resolve it informally. If we can’t resolve it, the courts of Queensland will have non-exclusive jurisdiction.

18. Contact Us

If you have any questions about these Terms or our Services, please contact us:

  • Email: hello@francobrings.com

  • Address: 8/30 Baldock Street, Moorooka QLD 4105, Australia

Franco Brings – Privacy Policy

Effective date: 27 November 2025

Franco Brings (“Franco Brings”, “we”, “us”, “our”) is committed to protecting your privacy. This Privacy Policy describes how we collect, use and disclose your personal information when you visit our website www.francobrings.com (the “Site”) or use our products and services (together, the “Services”).

By using our Services, you agree to the terms of this Privacy Policy.

Nothing in this Privacy Policy limits your rights under applicable privacy or consumer laws.

1. Information We Collect

We may collect the following types of information.

1.1 Personal and contact information

  • Name

  • Email address

  • Phone number

  • Delivery and billing addresses

  • Your dog’s name and basic details (if you choose to provide them)

1.2 Order, subscription and payment information

  • Products and services you purchase or subscribe to

  • Order history and preferences (e.g. size, frequency, add-ons)

  • Subscription status and changes (skips, pauses, cancellations)

  • Payment method information (e.g. card type, last 4 digits) – note: card details are generally collected and stored by our secure payment processor, not directly by us

1.3 Delivery and proof-of-delivery information

  • Delivery instructions you provide (e.g. unit number, access codes, safe drop spots)

  • Delivery status and tracking information

  • Photos taken by drivers to confirm delivery location (e.g. photo of your front door/garage with the product placed there)

  • Approximate location data from delivery devices (e.g. GPS at time of delivery)

1.4 Usage and technical information

When you visit the Site, we may automatically collect:

  • IP address

  • Browser type and version

  • Device type and operating system

  • Pages viewed, links clicked and time spent on the Site

  • Referring/exit pages and general site usage patterns

1.5 Cookies and similar technologies

We use cookies and similar technologies to:

  • Recognise you when you return to the Site

  • Keep you logged into your account

  • Remember items in your cart

  • Understand how our Site is used so we can improve it

  • Support marketing and analytics

You can usually control cookies through your browser settings, but disabling certain cookies may affect the functionality of the Site.

1.6 Communications and customer support

When you contact us (via email, SMS, social media, contact forms or otherwise), we may collect:

  • The content of your messages, including photos you send (e.g. of your grass tray)

  • Our replies and internal notes relevant to your enquiries, issues or feedback

2. How We Use Your Information

We use the information we collect for the following purposes:

  1. To provide and manage our Services

    • Processing and delivering your orders

    • Managing your subscriptions (frequency, size, skips, pauses, cancellations)

    • Handling payments, refunds and credits

  2. To communicate with you

    • Sending order confirmations, delivery updates and important service notifications (e.g. weather-related delays, changes to delivery days)

    • Responding to your questions, feedback or support requests

    • Contacting you about issues with your account or payment method

  3. To personalise and improve your experience

    • Remembering your preferences, past orders and settings

    • Tailoring recommendations or information that may be more relevant to you

  4. To run our business and improve our Services

    • Analysing how customers use our Site and Services (e.g. which suburbs we deliver to most)

    • Improving products, delivery processes and customer support

    • Testing and developing new features

  5. Marketing (where permitted)

    • Sending you email or SMS updates about new products, offers or promotions (you can opt out at any time)

    • Showing you relevant ads or content on our Site or through third-party platforms (where applicable)

  6. Legal and compliance

    • Complying with our legal obligations (e.g. record-keeping, tax)

    • Preventing and investigating fraud or misuse

    • Enforcing our Terms & Conditions and other policies

3. How We Share Your Information

We do not sell your personal information. We may share it with:

3.1 Service providers

We use third-party service providers to help us operate our business, including:

  • Website hosting and e-commerce platforms

  • Payment processors

  • Email and SMS providers

  • Delivery and logistics partners

  • Analytics and marketing platforms

  • Customer support tools

These providers may access your personal information only to perform services on our behalf and must handle it in line with appropriate privacy and security requirements.

3.2 Legal and safety

We may disclose your information if we reasonably believe it is necessary to:

  • Comply with a law, regulation, legal process or government request

  • Protect the rights, property or safety of Franco Brings, our customers or others

  • Detect, prevent or address fraud, security or technical issues

3.3 Business transfers

If we are involved in a merger, acquisition, sale of assets or similar transaction, your information may be transferred as part of that transaction. We will take reasonable steps to ensure any recipient handles your personal information consistently with this Privacy Policy.

4. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, disclosure, alteration or destruction.

However, no method of transmission over the internet or method of electronic storage is completely secure. While we take reasonable steps to protect your information, we cannot guarantee absolute security.

5. Your Rights and Choices

Depending on your location and applicable laws, you may have rights regarding your personal information, including:

  • The right to access the personal information we hold about you

  • The right to correct inaccurate or incomplete information

  • The right to request deletion of your personal information (subject to legal and operational requirements)

  • The right to restrict or object to certain processing

  • The right to withdraw consent for marketing communications

To exercise any of these rights, or to ask a question about your data, please contact us at hello@francobrings.com. We may need to verify your identity before we can action certain requests.

5.1 Marketing preferences

You can opt out of marketing communications at any time by:

  • Clicking the “unsubscribe” link in our emails; or

  • Replying “STOP” or using any other opt-out method included in our SMS; or

  • Contacting us at hello@francobrings.com.

Please note that even if you opt out of marketing, we may still send you important service or transactional messages (e.g. order confirmations, delivery updates, changes to Terms).

6. Children’s Privacy

Our Services are not intended for children under the age of 13. We do not knowingly collect personal information from children under 13.

If you are a parent or guardian and believe we have collected personal information from your child, please contact us at hello@francobrings.com so we can investigate and take appropriate action.

7. Data Retention

We retain your personal information for as long as reasonably necessary to:

  • Provide the Services you have requested;

  • Meet our legal, tax and accounting obligations; and

  • Resolve disputes and enforce our agreements.

When information is no longer needed for these purposes, we will take reasonable steps to de-identify or securely destroy it.

8. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we do, we will update the “Effective date” at the top of this page.

If we make material changes, we may also take additional steps to notify you (for example, by email or a notice on the Site). Your continued use of the Services after any changes are posted constitutes your acceptance of the updated Privacy Policy.

9. Contact Us

If you have any questions or concerns about this Privacy Policy or our privacy practices, please contact us:

  • Email: hello@francobrings.com

  • Address: 8/30 Baldock Street, Moorooka QLD 4105, Australia